Frequently Asked Questions

If you wish to return your items to us, here are the return conditions to follow:

-The return must be made within the imposed return period
-The item must be clean, unwashed, and undamaged
-The item must be returned in its original packaging
-The label must be intact and attached to the product

You have 30 days from the day you receive the package (the delivery date being the date of delivery) to return items to us.

Celebrate the holiday season with extended returns! All online purchases made between November 19 and December 31, 2025, can be returned until January 15, 2026.

To make a return, follow these steps:

1. Go to our return portal here or in your customer account, under "return request".

2. Enter the order number in question and the email address used during the purchase in the fields provided for this purpose.

3. Once you have found your order, select the items you wish to return, indicate the reason , then click on “Validate”.

Each return request is exclusively associated with a specific order.
If you wish to return multiple orders, we invite you to make a return request per order and ship them separately, each in its own package.

4. Choose the desired return method: voucher or refund.

For returns made from mainland France and Belgium , a contribution of €2 will be taken from returned orders.
For returns made from Germany, the Netherlands, Spain, Italy, Luxembourg and Portugal, a contribution of €8 will be charged.
For returns made from Denmark, Greece, Sweden and Austria, a contribution of €12 will be charged.
This amount will be automatically deducted from your refund.

For returns made from other countries, the return of a product is at your expense. We recommend that you make your returns via the national transport company and keep your proof of deposit. This certifies that your package has been taken care of by the carrier, and will be essential for any request to our Customer Service in the event that your return is lost.

In the event of a logistical error or receipt of defective products, please contact our Customer Service at serviceclient@notshy.fr upon receipt of your order so that we can offer you a solution.

Delivery costs are not refunded except in the event of a logistical error on our part or receipt of defective products.

If this is the case, please contact our Customer Service at serviceclient@notshy.fr as soon as you receive your order, so that we can offer you a solution.

You will be refunded to the original payment method within 2 to 10 business days of receiving your return. You will be notified of the refund by email.

Please note that each return made from Metropolitan France is subject to a fee of €2, deducted from the refunded amount.

Thank you for your order and we are sorry for the inconvenience.

If you notice a defective item upon receipt of your order, please follow the following procedure:

1. Make your return request by going to our return portal .

2. Select the product concerned and indicate the reason for the return, specifying that it is a defective item.

3. You will be asked to provide supporting documents : please attach clear photos and a precise description of the defect observed.

4. Once your request has been validated, it will be forwarded to our customer service for verification .

5. If accepted, a prepaid return label will be sent to you by email.

6. No return shipping costs will be deducted from your refund or credit .

If you do not receive your label within 48 hours , we invite you to contact our customer service to finalize your return as quickly as possible.

Yes, it is absolutely possible to exchange one or more items.
The exchange is offered and will be made according to the availability of the desired items.
To do this, simply follow the procedure indicated on our Returns Portal, where all the steps are explained for a simple and quick exchange.